POSITION SUMMARY :
Complete field-based activities to support Cepheid product portfolio. Ensure customer satisfaction through effective troubleshooting, repair, and maintenance of GeneXpert products.
Address customer support issues promptly and professionally throughout region. High productivity and initiative to assist with the rapid growth of India install base in a highly professional manner.
Interface regularly with local distributors and commercials teams on all Customer Care related issues and situations.
ESSENTIAL JOB RESPONSIBILITIES :
Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way
Work closely with cross functional teams as required to resolve customer requests
Using CRM and internal systems to ensure compliance and adherence to Cepheid SOP’s
Ensure that we meet KPIs and participate / lead Continuous Improvement programs
Train customers and distributors in the appropriate maintenance of systems
Educate customer and distributors on Cepheid product availability, including system and assay portfolio
Maximize system performance and minimize downtime
Interpret customers’ and distributors needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters
Install instrumentation, train customers and distributors and ensure a smooth and rapid start-up for new customers
Demonstration of Cepheid instrumentation, software and reagents to customers and distributors
Regular communication with Supervisor and Coordinators for scheduling
Timely return of parts, including follow up for collections and deliveries
Integrate Cepheid instruments into customer laboratories and provide customer support to the customer during the evaluation and validation process
MINIMUM REQUIREMENTS :
Education and Experience (in years) :
Bachelor's Degree in Biomedical or Biotechnology is desirable
3+ years’ experience in technical services role
Advanced troubleshooting skills
Knowledge of instrumentation and working within research / clinical environments
Excellent communication skills and technical presentation skills for group and one-on-one presentations
Expectation to travel within China, 20-40% of the time
Strong communication skills in English language
Potential travel requirement outside of India for training / support opportunities
Physically able to independently lift and move heavy instruments
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
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